政府機關服務態度、服務品質與民眾滿意度關係之研究

Research on the relation between government's service attitude, service quality and citizen's satisfaction

周坤鍾(Kun-Jhong Jhou)

指導教授 ： 傅信維

義守大學/管理學院/管理碩博士班/碩士(2017年)

摘要

本研究以區公所為研究對象，透過問卷衡量的方式，探討專業能力、服務態度對服務品質與民眾滿意度的關係。回收有效問卷271份，經資料分析結果顯示：1.服務窗口人員的專業能力與民眾滿意度具正向顯著關係；即專業能力愈強，民眾整體滿意度愈高。2.服務窗口人員的服務態度愈好，對整體服務品質評價愈高。3.服務窗口的服務品質愈好，民眾整體滿意度愈高。4.「有形性」與「可靠性」對民眾滿意度會透過情感態度的干擾而產生；服務態度對「保證性」與「關懷性」並不影響民眾滿意度。研究發現服務窗口有Gap存在。建議決策單位應透過建立任期制、Q&A制度與建構教育訓練制度來強化專業能力；並開放資訊網路鏈結，縮短服務時程，樹立服務核心價值，以提昇整體滿意度。

關鍵字

服務態度 ； 服務品質 ； 民眾滿意度

並列摘要

The research object of this project is Government office, through estimating by questionnaire to discuss about the relation between professional ability, service attitude and citizen satisfaction level. The collected effective questionnaires totally have 271 pages. As the results after the data analysis process, we had: 1. The relation between Counter Attendance’s skill and citizen satisfaction is significantly positive; the more sufficient skill, the higher citizen satisfaction, 2.The better attitude from counter attendance, the higher citizen satisfaction, 3. The higher quality from service, the higher citizen satisfaction. For the citizen satisfaction level, “Impressive” and “Confident” will be generated by the impact from people sensation and attitude. The service attitude won’t impact on citizen satisfaction level thorough “Assurance” and “Caring”. This research detected that there is a factor named “Gap” exist on the counter. The unit for strategy can be used as setting a tenure system. Q&A system and education practicing program can be used to strengthen the skill, to enclose the internet information system, shorten the service process, make the service value and develop the whole satisfaction.

並列關鍵字

service attitude ； service quality ； citizen satisfaction

參考文獻

張芳雅，2005。技術輔導訪問服務品質及民眾滿意度關聯性之研究－以陸軍修護廠為例，私立元智大學工業工程管理學系碩士論文。

蔡蕙如，2009。員工工作生活品質與服務態度之研究-以百貨公司、便利商店、速食店、餐廳之服務人員為例，國立中山大學企業管理研究所碩士論文。

Anderson, Eugene W, Claes, Fornel and Donald R. Lehmann,2009. “Customer Satisfaction, Market Share, and Profitability: Findings From Sweden.” Journal of Marketing, Vol.58, July, pp.53-66.

Bagozzi, R. P., F. D. Davis and P. R. Warshaw., 2008. “Extrinsic and Intrinsic motivation to use computer in the workplace,” Journal of Applied Social Psychology, 22(14), p.1109-1130.

Bitner, M.J., 2009. “Evaluating Service Encounters: The Effects of PhysicalSurroundings and Employee Responses.” Journal of Marketing, Vol.54, p.69-82.